Medical Center Manager

Job Summary

The Medical Center Manager is responsible for overseeing the daily operations and overall performance of the Sanitas medical center, ensuring operational and service excellence in alignment with organizational goals. This role provides leadership and supervision to clinical and administrative staff, driving operational efficiency, financial performance, and compliance with policies, safety standards, and regulatory requirements.

Essential Job Functions

• Ensures patients receive an excellent care experience by achieving Service level goals, maintaining a visible presence in the waiting area, and informing patients of any situations.
• Engages patients directly to assess their satisfaction, addresses concerns in real time, and de-escalates potential complaints.
• Identifies and resolves root causes of complaints to prevent recurrence, reduces overall complaint ratios, and promotes patient promoters for social media reviews and Google feedback.
• Ensures patients leave informed about their next steps and treatment plan.
• Oversees appointment availability per provider and per center, ensuring goals are met.
• Collaborates with providers and medical leadership to address scheduling challenges and optimize provider utilization.
• Maintains accurate referral and HIM workflows and implements strategies to reduce cancellations and no-shows.
• Leads daily huddles with clinical and operational teams to plan the day, identify patient needs, and ensure effective care coordination.
• Reviews patient cohorts and organizes resources based on the visit schedule, while monitoring key performance indicators and developing action plans to address gaps and drive improvement.
• Maintains the patient visit experience, including cycle time from check-in to check-out, ensuring satisfaction with PCP, Urgent Care, Laboratory, Diagnostic Imaging services, Care programs.
• Manages resources capacity effectively and coordinates with leadership on performance improvement, scheduling, and staffing needs.
• Supports seamless patient navigation across centers and preferred partner network.
• Generates and analyzes operational reports to monitor performance, patient satisfaction, and staff engagement.
• Manages inventories, packing slips, timesheets, and payroll approvals; addresses IT system issues promptly; and ensures supplies are available to support clinical and administrative needs.
• Supports implementation of new products and services at the medical center, drives growth initiatives, and aligns operational strategies with organizational goals to improve efficiency, patient satisfaction, and profitability.
• Ensures adequate staffing aligned with budget, approves overtime only as necessary, and manages uniform compliance and distribution.
• Promotes teamwork, recognizes outstanding performance, and fosters a healthy, collaborative work environment with open communication.
• Oversees staff development, including recognition programs and employee engagement initiatives.
• Ensures a safe and healthy environment for patients, staff, and visitors by enforcing company safety policies, training employees, and promoting safe work practices.
• Conducts regular safety walkthroughs, encourages staff to report hazards, and takes corrective actions to prevent unsafe conditions.
• Ensures the medical center is clean, safe, and well-maintained by coordinating preventive maintenance, addressing equipment issues, and promoting compliance with safety policies.
• Oversees the proper maintenance of emergency and rapid response equipment, verifies staff compliance with safety expectations, and activates the emergency plan when required.
• Improves financial performance by ensuring timely collections, reducing claim denials through adherence to workflows, and aligning center operations with organizational goals for efficiency and sustainability.
• Drives operational excellence by monitoring and improving key performance indicators across the medical center.
• Ensures PCP productivity through effective scheduling, workload management, and provider support.
• Reduces open and telephone encounters by enforcing timely documentation and follow-up.
• Improves patient experience by monitoring and addressing complaints, optimizing PCP cycle time to reduce wait periods, and ensuring continuity of care across the care team.
• Partners with clinical and administrative staff to align workflows, training, and resources with organizational standards and performance goals.
• Improves access to care by overseeing scheduling practices, outreach efforts, and coordination of care for the patient, ensuring patients receive timely services and meet quality measures that support business objectives.
• Ensures patients within the assigned population are seen according to their risk stratification level, prioritizing high- and very-high-risk members/patients.
• Oversees care coordination and follow-up to provide appropriate services for patients.
• Builds and maintains strong partnerships with peers, providers, and payer representatives to ensure the assigned population receives the best possible care and maximizes the benefits of their insurance coverage.
• Collaborates across teams and departments to reduce barriers to care, support care coordination, and align operational efforts with organizational and contractual goals.
• Performs other duties as assigned by the supervisor.